Tim Sheil Email & Phone Number

Manchester, England, United Kingdom

Customer-Focused Management: Cultivate strong customer relationships through expert oversight, personalised recommendations, and tailored solutions.Product Proficiency: Demonstrate a deep understanding of product offerings, effectively educating customers on new features, functionalities, and releases.Success Planning: Develop and execute comprehensive success plans aligned with customer business objectives.Strategic Reviews: Lead Quarterly Business Reviews aligning the NQC products & services with customer strategic ambitions.Trend Analysis: Monitor usage trends to draw insights and offer informed recommendations.Health Checks: Conduct regular health checks to identify opportunities for improvement and optimise customer satisfaction.Retention & Renewal: Proactively address renewal risks and collaborate cross-functionally to ensure successful renewals.Value Demonstration: Effectively communicate the NQC value proposition through quarterly analysis and demonstrations.Customer Advocacy: Actively gather and relay customer feedback to internal teams to drive product enhancements and improve service experiences.Team Leadership: Manage a team of 2, ensuring their productivity, providing development & guidance, and fostering a collaborative work environment.

London, England, United Kingdom

Customer Success Strategy: Responsible for the development and implementation of post-sale customer success strategies.Cross-functional Collaboration: Work effectively with the wider team to ensure customer and project success.Customer Feedback Analysis: Collect and analyse customer feedback to drive continuous improvement in customer experience and project outcomes.Learning and Development Event Coordination: Plan and organise learning and development events, ensuring successful delivery and attendee satisfaction.Freelance Management: Manage a freelance portfolio of learning and development consultants and actors, overseeing their projects, contracts, and bookings.General Operations: Manage the overall operations of a small business, including overseeing day-to-day activities, managing finances, and ensuring efficient workflow.Accounting Support: Assist in accounting functions, such as bank and expense reconciliations, purchase order creation, invoice loading, and payment follow-ups.Data Management: Maintain a centralised repository of important company information, including agreed terms and conditions, contracts, company contacts, and SLAs.Business Transition: Contributed to the successful closure of Change Gear Ltd. and the subsequent launch of Odyssey People Development Ltd., providing support in various areas as needed.CRM Implementation: Led the development and integration of the company CRM to ensure data accuracy and compliance with GDPR.

Paris Area, France

Leadership and ManagementTeam Building: Recruit, train, and mentor high-performing teams.Performance Management: Conduct regular performance reviews and implement coaching plans to drive employee development.Employee Engagement: Foster a positive work environment through team-building activities and recognition programs.Shift Scheduling: Optimise staffing levels and schedules to meet peak contact volume demands.Customer Service ExcellenceQuality Assurance: Conduct monthly quality assurance checks to monitor agent performance and identify training opportunities.Customer Satisfaction: Develop and implement strategies to improve customer satisfaction scores and reduce customer complaints.Escalation Management: Handle complex customer enquiries and complaints, resolving issues effectively and efficiently.Operational EfficiencyProcess Improvement: Identify and implement process improvements to streamline operations and increase efficiency.Metrics Analysis: Analyse key performance indicators (KPIs) to identify trends and areas for improvement.Technology Utilisation: Leverage contact centre technology to enhance agent productivity and improve customer experience.Communication and CollaborationCross-functional Collaboration: Work closely with other departments to ensure seamless customer service delivery.Stakeholder Management: Effectively communicate with stakeholders at all levels, providing regular updates and addressing concerns.Coaching and Development: Provide ongoing coaching and development to agents, helping them to reach their full potential.

Sydney, Australia

Customer Portfolio Management: Responsible for a portfolio of 300 SaaS customers, ensuring customer satisfaction and retention.Product Adoption: Drive product adoption and best practices through effective communication and initiatives.Customer Relationship Management: Build and maintain strong relationships with customers, fostering positive business relations and upsell/growth opportunities.Customer Success Programs: Develop and implement a comprehensive customer success program, including regular check-ins, reviews, and meetings.Value-Based Conversations: Utilise internal data to build and deliver value-based conversations with customers.Customer Feedback: Actively seek and share customer feedback to drive business improvements.Change Management: Effectively communicated a major pricing restructure during a period of change, resulting in a 90% customer retention rate.

Year 12 Higher School Certificate

Activities and Societies: Drama Club and Swim Team

Year 10 Certificate

Activities and Societies: Drama Club and Swim Team